cancel
Showing results for 
Search instead for 
Did you mean: 

First, connection dropping every couple of minutes - now so slow ......

Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: First, connection dropping every couple of minutes - now so slow ......

Hi,
We did some work on your account this morning but that does not seemed to have worked, I've got one our fault team working on your account as we speak and your ticket will shortly be updated.
Rachaelsmith82
Dabbler
Posts: 17
Registered: ‎02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

Hello again ,
So Plus Net are sending out an engineer next Tuesday , still getting download speed of 0.5mps  Embarrassed
Trying some other things to see if I can rule out anything else .  I have found the test socket and plugged router in there - but unsure how long I should leave this for ? If My line appears unstable does this mean Plus Net reduce speed anyway so therefore I would not notice a difference  and plugging into test socket is pointless?
I want to rule out as much as possible  - not relishing the thought of a £60 engineer fee come Tuesday !  I was also a bit confused as well as my email from PN states " if problem is with your equipment, internal wiring or as a result of damage to BT equipment then £60 fee applies "   
If problem is router which is just within 12 months of starting with Plus Net and I get line rental through Plus Net then in what scenario would it be my responsibility?
Thanks for any advice - much appreciated ! 
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: First, connection dropping every couple of minutes - now so slow ......

Hi,
I would leave your connection in your test socket for the meantime. The internal checks we advise are to firstly get your services working but also avoid any potential engineer charges. If your router(supplied by us) was to be at fault and is under 12 months old then you would not be charged for this. we are charged by our supplier and then have to determine whether this charged is passed onto the customer.
We do refer to the possibility of engineer charges anytime we contact you regarding the fault, but this is just to reiterate the importance of the internal checks that we advise.
I hope this helps.
Chris
Community Veteran
Posts: 4,917
Thanks: 140
Fixes: 25
Registered: ‎14-07-2009

Re: First, connection dropping every couple of minutes - now so slow ......

Quote from: Rachaelsmith82
in what scenario would it be my responsibility?

1) You have not actually bothered to connect your router to the Test Socket.  The engineer calls and discovers your internal telephone extension wiring or something connected to it is causing the problem.
2) You have connected your router to the Test Socket but your telephone wiring has been done by a 'cowboy' and some of your telephone extensions are still operational and causing a problem.  I suspect that the engineer might take pity on you in those circumstances unless you admit that you did the wiring yourself and are unrepentant about getting it wrong.
 
Community Veteran
Posts: 19,106
Thanks: 446
Fixes: 21
Registered: ‎31-08-2007

Re: First, connection dropping every couple of minutes - now so slow ......

@Rachaelsmith82
Can you post you modem/router DSL stats, you need to login to your modem/router as shown here.Click on View more and do a copy and paste of the information into a post.  Also the results of a BT Speedtester (Diagnostics) and your Current Line speed (Login required) that will help us judge what is going on.
Rachaelsmith82
Dabbler
Posts: 17
Registered: ‎02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

Hi,
This are some of my router stats - Sorry not sure if this is correct info !?
Thanks !

DSL Connection

Link Information
Uptime: 0 days, 16:31:57
DSL Type: G.992.3 annex A
Bandwidth (Up/Down) [kbps/kbps]: 254 / 496
Data Transferred (Sent/Received) [MB/MB]: 98.64 / 925.37

Internet
Connection Information
Uptime: 0 days, 16:34:21
Data Transferred (Sent/Received) [MB/GB]: 118.31 / 1.15

Line speed from Plus Net website :

Estimated line speed:
Not recorded (service activated before we introduced estimates).
Current line speed:
0.4 Mb

I tried BT Speedtester but it would not work even after I installed Java plug in it advised - I use a Mac and not sure if compatible ?
Cheers
Community Veteran
Posts: 4,917
Thanks: 140
Fixes: 25
Registered: ‎14-07-2009

Re: First, connection dropping every couple of minutes - now so slow ......

Quote from: Rachaelsmith82
This are some of my router stats - Sorry not sure if this is correct info !?

We really also need the upstream and downstream attenuation and noise margin (SNR) to make sense of the basic speed data. 
Moderator
Moderator
Posts: 27,691
Thanks: 2,069
Fixes: 220
Registered: ‎14-04-2007

Re: First, connection dropping every couple of minutes - now so slow ......

Quote from: Rachaelsmith82
DSL Type: G.992.3 annex A

I'm sure that's not right

Customer and Forum Moderator. Windows 10 Firefox 66.0 (64-bit)

Rachaelsmith82
Dabbler
Posts: 17
Registered: ‎02-12-2011

Re: First, connection dropping every couple of minutes - now so slow ......

Hey ,
I think this is info you said - though all this stuff completely confuses me so if not let me know and I will have another search !  Smiley
Thanks for looking .


DSL Connection

Link Information
Uptime: 0 days, 18:24:28
DSL Type: G.992.3 annex A
Maximum Bandwidth (Up/Down) [kbps/kbps]: 252 / 524
Bandwidth (Up/Down) [kbps/kbps]: 254 / 496
Data Transferred (Sent/Received) [MB/GB]: 150.27 / 1.28
Output Power (Up/Down) [dBm]: 12.0 / 13.5
Line Attenuation (Up/Down) [dB]: 34.5 / 71.0
SN Margin (Up/Down) [dB]: 6.5 / 5.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 65,537 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 65,537 / 0
FEC Errors (Up/Down): 198 / 197,703
CRC Errors (Up/Down): 10 / 1,120
HEC Errors (Up/Down): 2 / 1,134
Community Veteran
Posts: 4,917
Thanks: 140
Fixes: 25
Registered: ‎14-07-2009

Re: First, connection dropping every couple of minutes - now so slow ......

The downstream attenuation is huge.  This could mean you have a dreadful electrical contact somewhere.  Can you actually make telephone calls?
Community Veteran
Posts: 26,778
Thanks: 980
Fixes: 10
Registered: ‎10-04-2007

Re: First, connection dropping every couple of minutes - now so slow ......

I've seen higher than that. It just means that they are a very long way from the exchange and unless they have Cable or Fibre to the Cabinet available they will get poor speeds no matter which ISP they use.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 19,106
Thanks: 446
Fixes: 21
Registered: ‎31-08-2007

Re: First, connection dropping every couple of minutes - now so slow ......

Or possibly a joint gone high resistance or some water in the line!
What sort of download speed did you used to get Rachaelsmith82?
As far as the BT Speedtester goes, that particular one can often be borked. Try http://speedtest.btwholesale.com/ instead, this one requires Flash instead of JRE. Using a MAC should make no difference.
Do you have any problems with incoming or outgoing phone calls or hear any crackling or other noises on the line when using the phone?
Community Veteran
Posts: 4,917
Thanks: 140
Fixes: 25
Registered: ‎14-07-2009

Re: First, connection dropping every couple of minutes - now so slow ......

Quote from: jelv
I've seen higher than that. It just means that they are a very long way from the exchange ....

I thought the clue was in the title
Quote
First, connection dropping every couple of minutes - now so slow ......

With 70dB of good but very long line it would always have been so slow.
Community Veteran
Posts: 19,106
Thanks: 446
Fixes: 21
Registered: ‎31-08-2007

Re: First, connection dropping every couple of minutes - now so slow ......

Ok, no need for sarcasm, we all miss clues from time to time!
Community Veteran
Posts: 4,917
Thanks: 140
Fixes: 25
Registered: ‎14-07-2009

Re: First, connection dropping every couple of minutes - now so slow ......

I was not intending to be sarcastic.  I just wanted to clarify why I thought it was a reasonable supposition that there might be a bad electrical contact.  I see you suspect the same but we could both be wrong as the information we have is ambiguous.  If you are used to 400kbps downloads but find yourself achieving 50Kps (a figure quoted in one of Rachael's posts) then that would indeed seem very slow if she intended to write 50kbps but would be 'normal' if it was 50kBps that was seen.